A person can be negligent, but not a thing. Rather than 'for free', you could write 'without charge', or 'free of charge'. In the second email, you should make it clear that the resident thinks that there is a risk of theft / lack of consultation, when actually there is no risk / there was consultation. Letter generally good; for the 'misunderstanding', it is a little unclear in the letter that you mean that Ellen Ma had a misunderstanding.
To: Becky Chain (Accounts Department)
From: Jan Wong (Administration Department)
Date: 21st Mar 2011
Subject: Complaint about New Garbage Collection System
Hi Becky,
I've received a complaint about the new garbage collection system. I hope you can help me think of some solutions!
The writer,Ellen Ma, talks about 4 problems:
1. Risk from lost keys
2. Consultation about new regulations
3. Attitude of staff
I think the first problem was because the complainant doesn't know the location of the spare key. The second one was probably a result of the negligence of the consultation box placed in lobby. And the last one was caused by inadequate training of new staff.
Do you have any advice for solutions?Maybe we can give Miss Ma a new key for free?
Hope to hear from you soon.
Cheers
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 21st March 2011
Subject: Complaint about New Garbage Collection System
Dear Mr Chan,
I have received a complaint concerning the new garbage collection system we introduced recently.
1. Risk from lost keys
The risks associated with lost keys are probably inconvenience caused to residents and the robbery problem. This is due to a misunderstanding of our policy by resident. In fact, the security has been improved by the implementation of new system. For future change of policy, I recommend we notify residents about our reason for implementing new garbage collection system and the location of spare keys.
2. Consultation about new regulations
Another problem was related to the lack of consultation with residents. It was caused by the residents overlooking the opinion mailbox placed in lobby during our consultation period. A possible solution would be to collect opinions from residents not only by mailbox, but also through online system.
3. Attitude of staff
The third problem was rudeness and unhelpfulness of staff in Management Office. This was a result of insufficient training provided to new staff. In future we could give more training programmes to new staff.
Perhaps in ways of compensation we can offer the complainant a new key for free.
I hope these suggestions are satisfactory.
Regards,
Jan
Collier Estates Management Ltd.
22 First Street
Ma On Shan
21 March 2011
4/F Richland Court
Ma On Shan
Dear Miss Ma,
Re: Issues about New Garbage Collection System
I am writing on behalf on Collier Estate Management Ltd to apologize for for the matters you mentioned in your letter dated 21 March 2011. We have investigated your suggestions and would like to report the following facts to you.
First, concerning the issue of risk from lost keys, this was caused by misunderstanding of our policy. In fact, the security of garbage room has already been improved by introducing the new collection system. In unfortunate case, if you have lost your key, you can take spare keys from security guard at the lobby entrance.
Regarding the consultation matter of new regulations, we always welcome the suggestions from residents on our new policy. We have already placed the mailbox in lobby for opinion collection. In order to gather recommendation efficiently, we will provide online system to residents in the future.
Finally, for the concern of our customer service, we apologize for the unfavorable act of the staff. We will provide more training to our staff and strive to do better next time.,
I hope you will find the above arrangements satisfactory. As a compensation for the inconvenience you have suffered, we would like to give you a new key for the garbage room. You can get the new key by taking this letter to the Management Office in person.
Thank you for you continued support of our policy.
A person can be negligent, but not a thing.
Rather than 'for free', you could write 'without charge', or 'free of charge'.
In the second email, you should make it clear that the resident thinks that there is a risk of theft / lack of consultation, when actually there is no risk / there was consultation.
Letter generally good; for the 'misunderstanding', it is a little unclear in the letter that you mean that Ellen Ma had a misunderstanding.
To: Becky Chain (Accounts Department)
From: Jan Wong (Administration Department)
Date: 21st Mar 2011
Subject: Complaint about New Garbage Collection System
Hi Becky,
I've received a complaint about the new garbage collection system. I hope you can help me think of some solutions!
The writer,Ellen Ma, talks about 4 problems:
1. Risk from lost keys
2. Consultation about new regulations
3. Attitude of staff
I think the first problem was because the complainant doesn't know the location of the spare key. The second one was probably a result of the negligence of the consultation box placed in lobby. And the last one was caused by inadequate training of new staff.
Do you have any advice for solutions?Maybe we can give Miss Ma a new key for free?
Hope to hear from you soon.
Cheers
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 21st March 2011
Subject: Complaint about New Garbage Collection System
Dear Mr Chan,
I have received a complaint concerning the new garbage collection system we introduced recently.
1. Risk from lost keys
The risks associated with lost keys are probably inconvenience caused to residents and the robbery problem. This is due to a misunderstanding of our policy by resident. In fact, the security has been improved by the implementation of new system. For future change of policy, I recommend we notify residents about our reason for implementing new garbage collection system and the location of spare keys.
2. Consultation about new regulations
Another problem was related to the lack of consultation with residents. It was caused by the residents overlooking the opinion mailbox placed in lobby during our consultation period. A possible solution would be to collect opinions from residents not only by mailbox, but also through online system.
3. Attitude of staff
The third problem was rudeness and unhelpfulness of staff in Management Office. This was a result of insufficient training provided to new staff. In future we could give more training programmes to new staff.
Perhaps in ways of compensation we can offer the complainant a new key for free.
I hope these suggestions are satisfactory.
Regards,
Jan
Collier Estates Management Ltd.
22 First Street
Ma On Shan
21 March 2011
4/F Richland Court
Ma On Shan
Dear Miss Ma,
Re: Issues about New Garbage Collection System
I am writing on behalf on Collier Estate Management Ltd to apologize for for the matters you mentioned in your letter dated 21 March 2011. We have investigated your suggestions and would like to report the following facts to you.
First, concerning the issue of risk from lost keys, this was caused by misunderstanding of our policy. In fact, the security of garbage room has already been improved by introducing the new collection system. In unfortunate case, if you have lost your key, you can take spare keys from security guard at the lobby entrance.
Regarding the consultation matter of new regulations, we always welcome the suggestions from residents on our new policy. We have already placed the mailbox in lobby for opinion collection. In order to gather recommendation efficiently, we will provide online system to residents in the future.
Finally, for the concern of our customer service, we apologize for the unfavorable act of the staff. We will provide more training to our staff and strive to do better next time.,
I hope you will find the above arrangements satisfactory. As a compensation for the inconvenience you have suffered, we would like to give you a new key for the garbage room. You can get the new key by taking this letter to the Management Office in person.
Thank you for you continued support of our policy.
Yours sincerely,
Jan Wong